# Integration Support

#### Self-serve resources

• Consult the **Reference Guide** and **Operational Guides** for schemas, enums, rate-limit details, and edge-case playbooks.\
• Import the latest **OpenAPI JSON** into Postman or Swagger to view request / response shapes.\
• Search the doc-site FAQs for common integration questions.

#### Opening a support ticket

Send an email to [**support@bead.xyz**](mailto:support@bead.xyz) with the subject line formatted like:

```
[ENV] [SEVERITY]  <one-line summary>
```

Example:\
`[Sandbox] [P2] Webhook signature mismatch during HMAC check`

Include in the body:

* Merchant ID, Terminal ID, Tracking ID, or Payment ID
* UTC timestamps of the failing calls
* Full request / response snippets (sanitised) or cURL examples
* Expected vs. actual behaviour and business impact

#### Ticket triage & acknowledgment

| Severity          | First response  | Typical scenario                         |
| ----------------- | --------------- | ---------------------------------------- |
| **P1 – Critical** | 30 min          | API unavailable, all payments failing    |
| **P2 – High**     | 2 h             | Single merchant blocked, webhook backlog |
| **P3 – Normal**   | 1 business day  | Non-blocking bug, doc clarification      |
| **P4 – Low**      | 2 business days | Cosmetic issue, feature request          |

Support responds within the target above, confirms severity, and outlines next steps.

#### Live troubleshooting for P1 / P2

The on-call engineer may request temporary access logs, HAR files, or a brief screen-share to reproduce the issue. Sandbox credentials or test data may also be exchanged to isolate the fault quickly.

#### Resolution and verification

Bead supplies a fix or workaround and asks you to verify in Sandbox (or Production for urgent cases). The ticket is closed once you confirm resolution. A post-incident summary is delivered for all P1 events within 24 hours of closure.

#### Feedback

Reply in the ticket thread with any comments on response quality or documentation gaps. Your feedback feeds directly into continuous improvements on the docs site and changelog.